mahnaz ebrahimi sadrabadi; Mir Mahdi Seyedesfahani; ali mohammad kimiagari
Volume 22, Issue 3 , December 2018, , Pages 49-74
Abstract
Planning companies’ profits through customer satisfaction management has 4 main steps of recognizing constitutive components of customer satisfaction, integration of components and measuring overall customer satisfaction, reviewing how overall customer satisfaction impacts level of performance ...
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Planning companies’ profits through customer satisfaction management has 4 main steps of recognizing constitutive components of customer satisfaction, integration of components and measuring overall customer satisfaction, reviewing how overall customer satisfaction impacts level of performance and activity, and finally identifying main parameters capable of maneuver on customer satisfaction. These factors compiles planning of company's profits. Method used for modeling were econometric approach and mathematical equations. Case of this research is Pars Khodro’s Logan. The researcher, along with ISQI's research team, identified current needs of customers from after sales services. Impact of each variable on overall customers’ satisfaction according to income groups is measured. Then, using econometric models, the variables affecting the company's profit are obtained which according to results, overall customer satisfaction has the highest impact on company's profits. Therefore, using mathematical equations, the effect of the overall customer satisfaction sub-variables on the company's profit has been obtained. Eviews software is used for data analysis.
